Refund Policy

Last Updated: 9th January, 2026

At Creative Logo Design, we aim to provide a smooth, professional, and fair experience for every client. We understand that creative work is personal, and sometimes a design direction may need adjusting before it feels right.

This Refund Policy explains how refund requests are reviewed for logo design, branding, website design, website development, digital marketing, and other creative services.

Because our services involve custom work, planning, design time, consultation, project management, and team resources, refunds are reviewed based on the stage of the project and the work already completed.

This Refund Policy forms part of our Terms of Use.

1. Our General Approach

We want clients to feel confident when working with us. If there is a genuine concern with the service, we will always review it properly and try to resolve it fairly.

In most cases, the first step is to understand the issue and see whether it can be resolved through revisions, adjustments, clarification, or further support.

Refunds are not automatically issued once work has started, but each request is reviewed based on the situation, the package purchased, and the work already carried out.

2. When Work Is Considered Started

A project is considered to have started once we begin using time, planning, design, development, consultation, or internal resources for your project.

This may include:

• Reviewing your brief
• Discussing your requirements
• Allocating a designer, developer, consultant, or project manager
• Carrying out research
• Preparing concepts, drafts, layouts, mockups, previews, or samples
• Working on revisions
• Preparing files or project assets
• Providing consultation, advice, support, or project management

Once work has started, any refund request will be reviewed based on the work already completed and resources already used.

3. Logo Design Refunds

Logo design is a custom creative service. The fee covers professional time, research, creative thinking, design work, communication, project management, concepts, revisions, and file preparation.

If you receive the initial logo concepts and feel the overall creative direction is not suitable at all, you may request a refund review before asking for further revisions, reworks, new directions, or additional concepts.

We will review the request fairly based on:

• The package purchased
• The brief provided
• The concepts delivered
• The work completed
• The communication history
• The internal resources already used

If you ask us to revise, rework, adjust, explore new directions, or prepare further options after receiving the initial concepts, this will be treated as your instruction for us to continue working on the project.

Once additional work has been carried out, any later refund request will be reviewed based on the extra time, design work, project management, and resources used.

Refunds are less likely to be approved where:

• You selected, shortlisted, approved, or continued with one or more concepts.
• You requested revisions or reworks after receiving the initial concepts.
• Additional design work was completed based on your feedback.
• You changed your mind after the project had progressed.
• You stopped responding after work had been shared.
• You used, copied, shared, printed, published, registered, or implemented any design supplied by us.

Where revisions are included in your package, revisions are usually the best way to improve and refine the design. If we are ready and able to continue working within the agreed package, a refund may not be the most appropriate solution.

If a refund is approved, the amount may be reduced to reflect the work already completed, including consultation, research, project management, design time, concepts prepared, revisions completed, admin work, payment processing fees, and any other resources already used.

4. Branding Refunds

Branding work may include brand identity, colour palette, typography, stationery, brand guidelines, social media assets, visual identity, brand documents, or related creative work.

If branding work has not started, we may consider a refund after deducting any payment processing fees, admin time, consultation, or resources already allocated.

Once branding concepts, design assets, documents, layouts, or visual directions have been started or shared, refund requests will be reviewed based on the stage of work completed.

Where branding work has progressed or revisions have been requested, the refund amount may be reduced to reflect the work and resources already used.

5. Website Design Refunds

Website design work may include planning, layout design, homepage concepts, page mockups, content structure, user experience planning, visual design, and related creative work.

If website design work has not started, we may consider a refund after deducting any admin time, consultation, payment processing fees, or resources already allocated.

Once website concepts, homepage previews, mockups, page layouts, or design directions have been started or shared, refund requests will be reviewed based on the work completed.

If you request changes, revisions, or additional design work after seeing the initial website direction, this will be treated as your instruction for us to continue the project.

Any later refund request will then be assessed based on the work completed and resources used.

6. Website Development Refunds

Website development may include setting up the website, building pages, installing themes or plugins, configuring hosting, adding functionality, uploading content, testing, and preparing the website for launch.

Once development work has started, refunds are not normally available in full.

If a website development project is cancelled part-way through, we will review what has already been completed and calculate any possible refund after considering:

• Planning
• Design work
• Development time
• Project management
• Communication
• Setup work
• Testing
• Content handling
• Third-party costs
• Plugin, theme, hosting, or licence costs
• Payment processing fees

Final website delivery, launch, transfer, or access handover may be subject to all outstanding payments being cleared.

7. SEO, PPC, Social Media, and Marketing Refunds

SEO, PPC, social media, and marketing services are based on time, strategy, research, setup, planning, content, management, optimisation, reporting, and ongoing activity.

Once a marketing service has started, refunds are not normally available for the work already completed or the active billing period.

This may include:

• SEO audits
• Keyword research
• Competitor research
• Website optimisation
• Content planning
• Blog writing
• Social media post design
• Captions
• Hashtag research
• Campaign planning
• PPC setup
• Ad copy
• Tracking setup
• Reports
• Marketing consultation

Marketing results can depend on many outside factors, including search engines, advertising platforms, competition, budget, audience behaviour, website quality, market demand, and client cooperation.

For this reason, we cannot guarantee specific rankings, leads, sales, traffic, followers, enquiries, or revenue unless this has been agreed in writing.

Refunds are not usually issued simply because expected results were not achieved, provided the agreed work was carried out.

Advertising spend paid directly to third-party platforms is not refundable by Creative Logo Design.

8. Hosting, Domains, Licences, and Third-Party Costs

Some services may involve third-party costs such as hosting, domains, plugins, themes, software licences, stock images, subscriptions, email tools, advertising platforms, or external systems.

These costs are not normally refundable once they have been purchased, registered, activated, allocated, or paid to the third party.

Domain names are usually non-refundable once registered or renewed.

9. Digital Files and Final Deliverables

Once final files, source files, website files, brand assets, documents, credentials, or other digital deliverables have been supplied, refunds are not normally available.

Digital files can be copied, saved, used, uploaded, printed, shared, or transferred after delivery.

If there is a genuine issue with a supplied file, we will first try to correct, replace, or re-export the file where reasonable.

10. Complimentary Work and Goodwill Extras

At times, we may provide complimentary support, bonus concepts, free mockups, additional ideas, extra advice, unpaid website previews, goodwill revisions, or other extras.

These are provided at our discretion and do not usually form part of the paid package unless confirmed in writing.

Complimentary work has no cash value and cannot be refunded, exchanged, transferred, or used to increase a refund amount.

11. Discounted Packages and Bundle Offers

Discounted packages, special offers, bundle deals, loyalty pricing, or reduced quotes are priced based on the agreed scope and the understanding that the project will proceed as agreed.

If a discounted or bundled project is cancelled after work has started, we may review the completed work at its standard value before calculating any possible refund.

This helps ensure the work already completed is assessed fairly.

12. Change of Mind

We understand that business needs can change. However, a change of mind does not automatically qualify for a refund once work has started.

This may include situations where:

• You no longer need the service.
• You decide to use another provider.
• You change your business name.
• You change your brand direction.
• You prefer a different style after work has been prepared.
• You delay the project.
• You choose not to continue.
• You decide not to use the work.

We will still review the situation fairly, but any refund will take into account the work already completed.

13. Client Delays and Non-Response

If we are waiting for your feedback, content, access details, approval, or response, the project may be paused until we receive what is needed.

Client delay or non-response does not automatically qualify for a refund.

If a project remains inactive for more than 30 days due to lack of client response, we may place it on hold.

If a project remains inactive for more than 60 days, it may be treated as dormant. Reactivating a dormant project may require an additional fee, especially if the scope, requirements, tools, availability, or project details have changed.

14. Revisions and Adjustments

For creative work, revisions are usually the best way to refine the design and bring it closer to what you need.

If your package includes revisions, we encourage you to provide clear written feedback so we can improve the work within the agreed scope.

A refund is not normally the first solution where we are ready and able to continue working and revisions are still available under your package.

15. Refund Requests Made Within 3 Days

A refund request made within 3 days of payment will be reviewed fairly, but it is not automatically approved if work has already started.

Many logo, branding, and website projects begin soon after payment. This means research, planning, design preparation, team allocation, consultation, or initial work may already have taken place within the first 3 days.

If no work has started, we may consider a refund after deducting any payment processing fees, admin time, consultation, or resource allocation.

If work has started, any refund will be reviewed based on the work completed and resources already used.

16. Refund Requests After Concepts or Drafts Are Shared

Once logo concepts, brand concepts, website mockups, previews, drafts, design options, content, or development previews have been shared, the service has already moved forward.

At this stage, refund requests will be reviewed based on the amount of work completed.

In many cases, revisions or adjustments may be the most suitable next step.

17. Refund Requests After Approval

Refunds are not normally available after you have approved a concept, design direction, revision, website layout, brand direction, or final deliverable.

Approval may include written confirmation, selecting a concept, asking us to proceed with a direction, requesting revisions based on a concept, or using the work in any way.

18. Refund Requests After Final Delivery

Refunds are not normally available after final files, website access, brand assets, documents, or completed deliverables have been supplied.

If there is a genuine issue with the final deliverables, we will review it and first try to correct or replace the affected item where reasonable.

19. Payment Disputes and Chargebacks

If a payment dispute, PayPal claim, card chargeback, or bank reversal is opened, we may pause the project and any related support until the matter is resolved.

We may provide the payment provider with relevant information, including:

• Order details
• Invoice or payment record
• Package purchased
• Brief or instructions
• Communication history
• Concepts, drafts, or deliverables shared
• Revisions completed
• Approval or feedback records
• Work completed
• Time and resources used
• Our Terms of Use and Refund Policy

Opening a payment dispute does not automatically mean a refund is due.

If a dispute is opened after work has started or after deliverables have been shared, final files, website launch, transfer, access, or further support may remain on hold until the matter is resolved.

20. How to Request a Refund

To request a refund, please contact us in writing at:

• Email: info@creativelogodesign.co.uk

Please include:

• Your full name
• Business name
• Email address used for the order
• Invoice number or payment reference
• Service purchased
• Reason for the refund request
• Any supporting details

We may ask for further information before making a decision.

21. Refund Review Time

We aim to review refund requests as soon as reasonably possible after receiving the required information.

Some cases may take longer if we need to review project history, communication, completed work, third-party costs, or payment records.

22. Approved Refunds

If a refund is approved, it will usually be returned to the original payment method where possible.

The refund amount may exclude:

• Work already completed
• Work in progress
• Consultation
• Research
• Design time
• Development time
• Revisions
• Project management
• Admin time
• Payment processing fees
• Third-party costs
• Hosting, domain, licence, plugin, or software costs
• Any other costs already incurred

The approved refund amount will be confirmed in writing.

23. If a Refund Is Not Approved

A refund may not be approved where work has already been completed, concepts have been shared, revisions are still available, the service was provided as agreed, or the request is mainly due to a change of mind or personal preference.

Where possible, we will try to suggest a practical next step, such as revisions, corrections, adjustments, or completion of the remaining agreed work.

24. Genuine Issues With Work

If you believe there is a genuine issue with the work supplied, please contact us in writing and explain the issue clearly.

Where reasonable, we may offer:

• A correction
• A revision
• Replacement of a file
• Re-export of files
• Completion of a missing agreed item
• Practical support
• A partial refund where appropriate

We ask that clients give us a reasonable opportunity to put things right before a refund is considered.

25. Policy Updates

We may update this Refund Policy from time to time.

The latest version will be published on our website.

26. Contact Us

For refund-related questions, please contact:

• Creative Logo Design
• Email: info@creativelogodesign.co.uk
• Website: creativelogodesign.co.uk